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EXIN ITILFNDv4 Exam Syllabus Topics:
| Section | Weight | Objectives |
| ITIL Guiding Principles | 15% | - Optimize and automate
- Keep it simple and practical
- Collaborate and promote visibility
- Focus on value
- Start where you are
- Think and work holistically
- Progress iteratively with feedback
|
| Key Concepts of Service Management | 20% | - Service relationships: service providers, consumers, stakeholders
- Value, outcomes, costs and risks
- Products and services
|
| Key Concepts of ITIL 4 | 15% | - Partners and suppliers
- Information and technology
- Value streams and processes
- Organizations, people and culture
|
| ITIL Practices | 25% | - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc.
- Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc.
- Technical Management Practices: Monitoring & Event, Release, Deployment, etc.
|
| ITIL Service Value System | 25% | - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
- Governance
- Purpose and components of the Service Value System
- Continual Improvement
|
EXIN ITIL 4 Foundation Sample Questions:
1. Which facilitates outcomes that customers want to achieve?
A) Warranty
B) IT asset
C) Organization
D) Service
2. Which practice includes management of workarounds and known errors?
A) Service configuration management
B) Problem management
C) Monitoring and event management
D) Incident management
3. Which practice handles all pre-defined user-initiated service actions?
A) Service level management
B) Deployment management
C) Service request management
D) Incident management
4. Which practice has a purpose that includes managing authentication and non-repudiation?
A) Service configuration management
B) Change enablement
C) Information security management
D) IT asset management
5. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A) Service level management
B) Information security management
C) Monitoring and event management
D) Continual improvement
Solutions:
Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |